Technical Account Manager - AMPP

Grass Valley • Bristol, CT • 8h ago

Why Join Grass Valley?

With our award-winning technology and trusted expertise, Grass Valley enables and empowers creators, broadcasters and media organizations to produce brilliant content that captivates audiences and connects people through the magic of media.

As the industry's R&D powerhouse, we offer the widest and deepest range of best-in-class solutions in the industry. We are the trusted partner to many of the biggest and most creative names in the media and entertainment business as we help our customers to build successful media businesses and navigate the rapidly shifting mediascape.

For more information, please visit www.grassvalley.com .

The Opportunity

Grass Valley is seeking a highly skilled, customer-focused Technical Account Manager (TAM) to support our clients' live production workflows built on Grass Valley's Agile Media Processing Platform (AMPP). This role serves as the technical bridge between our customers' engineering, operations, and product teams and Grass Valley's global support and development organization. The TAM will ensure platform stability, manage escalations, facilitate change control, and help Grass Valley's client maximize value from the AMPP ecosystem across live production, replay, and media management.

Your Role

Customer Engagement & Relationship Management

Serve as the primary technical point of contact for all AMPP-related activities across our customer's facilities and cloud environments;

Maintain strong relationships with our customer's production engineering, media management, and operations teams;

Participate in daily and weekly operations meetings to ensure alignment on priorities, system health, and upcoming production needs;

Act as an advocate for the customer within Grass Valley, driving product feedback and prioritization through established escalation paths.

Operational Support & Incident Management

Oversee day-to-day platform operations, ensuring high availability, performance, and reliability of our client's AMPP deployment;

Coordinate with Grass Valley Cloud Operations Center (GVCO) for incident tracking, root cause analysis, and resolution follow-up;

Manage and report on SLAs, uptime metrics, and usage patterns for our client's AMPP tenancy;

Proactively identify and mitigate risks related to workflow dependencies, scaling events, and infrastructure changes.

Technical Expertise & Workflow Enablement

Maintain deep knowledge of AMPP applications (Maverik-X, LiveTouch-X, FrameLight-X, Elastic Recorder, Router Control, etc.) and how they are deployed within our client's architecture;

Provide hands-on support for new feature rollouts, workflow testing, and software updates, including coordination of planned maintenance windows;

Develop and maintain site-specific documentation, configuration standards, and operational guides;

Support our client's integration with third-party systems such as MAMs, automation, and contribution/distribution encoders.

Continuous Improvement & Reporting

Conduct regular business reviews with our client's stakeholders to review KPIs, support trends, and roadmap alignment;

Identify opportunities to improve efficiency, automation, and monitoring across the AMPP stack;

Provide structured feedback to GV R&D and product management teams based on real-world usage and operational learnings;

Contribute to knowledge sharing via training sessions, runbooks, and internal documentation.

Who you are

5+ years of experience in broadcast engineering, cloud production systems, or live media operations;

Required

Strong understanding of Grass Valley AMPP or similar cloud-native media platforms;

Solid grasp of ST 2110, SRT, NDI, HLS, and AWS media services;

Experience with media networking, orchestration, and IP video monitoring;

Proven ability to communicate effectively with both technical and non-technical stakeholders;

Excellent troubleshooting and incident management skills in high-pressure live environments.

Preferred

Experience working with major sports broadcasting networks;

Familiarity with AWS CloudFormation, IAM roles, EC2, and VPC architecture;

Understanding of broadcast control systems, automation, and production switchers;

Certification or training in AWS Cloud Practitioner / Solutions Architect or GV AMPP;

Experience in agile or DevOps environments supporting microservices-based applications.

Success Metrics

Platform uptime and reliability meeting or exceeding SLA targets;

Reduction in mean time to resolution (MTTR) for incidents;

Positive stakeholder satisfaction scores from technical leads at a major sports broadcaster;

Effective documentation and onboarding for new workflows;

Contribution to roadmap feedback resulting in measurable product improvements .

Working Conditions

Competitive Compensation packages;

Energizing and supportive work environment;

This position is a 12-month contract opportunity;

On-site presence is required every day;

Salary Range: $135,000- $150,000 annually, based on experience and qualification.

This job description is intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job.

Grass Valley is an equal opportunity employer and makes employment decisions without regard to gender, marital status, race, religion, colour, age, disability, sexual orientation or protected veteran status.

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